If the assigned agent’s role provides the user the privilege to edit ticket properties, then the agent would be able to reassign the ticket to another agent. We would be able to provide an agent restricted roles for editing ticket properties which would make sure that they’re not able to edit any ticket property.
Also, we can set up workflow automation within Freshservice to send emails to Supervisors when an agent reassigns the ticket. Please reach out to [email protected] for further information on this.
